Something went wrong error

[loltfemma]

I am using a 2020 M1 Macbook Air. I am on macOS Sonoma version 14.3.1 . I have a premium student account. 

Whenever I attempt to open the desktop application, I see the 'Something went wrong' screen. I have access to all of my playlists and can play music from them, but I cannot access any saved albums or search for anything without receiving the same message. 

I have tried the suggested methods of clearing the host files and performing a clean uninstall, but none of this has worked. 

Please help!!!

[OscarDC]

Hey @loltfemma,

Thank you for reaching out to the Community and welcome. 

We appreciate the troubleshooting you've tried so far. To investigate this further, it would also be great if you could have someone log in with their account on your Mac - such as a friend or a family member, to see if it makes any difference. 

If the issue persists, would you mind checking if you get the error message by using the Web Player instead of the desktop app? 

Lastly, include in your next response the Spotify version you're currently running.

We'll be on the lookout. 

[loltfemma]

Hi!

I've tried logging in with another account on the app and it does not work, I am having the same issue. 

If I try to access Spotify through Google Chrome (web player) I also have the same issue. 

I can, however, access the web player through Safari. 

I am using:
Spotify for macOS (Apple Silicon)
1.2.45.454.gc16ec9f6

[Susan_GP]

Hi there @loltfemma,

Thanks for your reply and for trying out our recommendations.

If you have an ad blocker or VPN enabled, we recommend turning them off and check if you get the same error message.

It's worth trying with a different internet connection to see if that makes the difference. If you don't have any available, you could create a hotspot network from your mobile device and use it to check.

Lastly, did you notice if this started happening after an update or specific change?

We'll keep an eye out for your reply.
 

[loltfemma]

Hi!
I do have an ad blocker (on Chrome). However, upon turning it off, I've now found that the Spotify web player will not load in at all. All I can see is a black screen. Even if I turn it on again, the web player is still inaccessible.  

I have been attempting to troubleshoot this issue for a while now over four different internet connections, including the hotspot on my phone. The issue remains the same.

This issue begun, to me, out of nowhere!! I hadn't updated my laptop or made any changes before this happened. I simply opened the application one day, and got that error message! I tried the web player on the same day, and still the issue persisted. 

[MihailY]

Hey @loltfemma,

Thanks for your reply.

Would it be too much to ask to try and uninstall the VPN and check if the issue appears again after rebooting? VPNs tend to cause issues with Spotify so fully removing it will help us further narrow down the possible cause.

Let us know how it goes.

[loltfemma]

Hey!

Sorry if there was confusion with my last reply, I actually do not use a VPN at all. 

I've tried uninstalling the ad blocker and this has not changed anything. I am still having this issue

[Ivelina]

Thanks for clarifying @loltfemma and kudos for the troubleshooting you've done so far. It really helps us with investigating the situation.

There's some settings which you can toggle on your Mac in order to test if any of them will make any difference with Spotify's performance. It'd be great if you could do the following and update us in case you see any improvements:

Close the Accessibility Keyboard

• Choose Apple menu > System Preferences.
• Select Accessibility.
• Select Keyboard > Accessibility Keyboard.
• Deselect Enable Accessibility Keyboard option.
• Reopen Spotify app to check if there's any difference.

Flush DNS

• Open the terminal by using Spotlight Search or by pressing Command + Space and then type Terminal. 
• Double-click the application icon for Terminal to open it. 
• Type in “sudo dscacheutil -flushcache;sudo killall -HUP mDNSResponder” without quotes. 
• Enter your Mac’s password.
• Press Enter to complete.

Additionally you can also check the logs on you computer for any errors which may be causing performance issues. To do this, within Spotify in the menu bar at the top of the screen tap Help > Troubleshooting > Show Logs in Finder (this is the folder that contains the application logs). 

Appreciate the cooperation and we'll be on the lookout for your response 🙂

[loltfemma]

Hey!

Unfortunately, I've just tried both of these things, and neither of them has worked. Also, when I go to access the logs, it isn't an option in the troubleshooting menu! 

[AlejaR]

Hey @loltfemma,

Thanks for all your help regarding this behavior.

We'd recommend force-quitting the app (you'll find a detailed guide on how to do that here). After that, try resetting your preferences by deleting the prefs file located in the Spotify installation folder:

1. Open Finder on your Mac and click Go > Library (if you don't have hidden folders enabled, press the option key first and it should appear).
2. Go to Application Support > Spotify.
3. There you'll find a file called prefs, which holds info about the currently logged-in account. Simply delete it.
4. While in the Spotify folder, you'll also find a Users folder. Open it and delete its contents as well.
5. Restart the Spotify app.

Note that you'll be logged out and your settings will be reset, so you'll have to adjust them again. If you had content downloaded for offline listening, you'll have to re-download it as well. Your library, however, will not be affected, so no worries there. Let us know how it goes.

Keep us in the loop!

[loltfemma]

Hey!

Unfortunately, this hasn't worked either! I am still getting the 'Something went wrong' screen 

[Dessi]

Hey @loltfemma,

Thanks for testing this out!

Can you try disabling the firewall temporarily? You can follow these steps:

• Choose Apple menu > System Preferences.
• Select Security & Privacy.
• Click the padlock icon to unlock it for further changes. Enter the password to confirm.
• Select Firewall > Turn On Firewall.

It's also worth checking if there are any pending Mac system updates and installing them:

• Choose Apple menu > Systems Settings.
• Click General in the sidebar > Software Update.
• If Software Update finds new software, click the Update Now or Upgrade Now button to install it.
• After the Mac is updated, reopen the Spotify app and check if it works fine.

Hope this helps, but let us know how it goes.

[loltfemma]

Hey!

Thanks for your suggestions. Unfortunately, toggling the firewall has not helped. My MacBook is also up to date as there are no updates available. 

I have been running into other issues on my MacBook in terms of not being able to access other websites and applications as well, so perhaps this may be an issue I need to contact Apple Support for.